Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

funded by the Commonwealth Government to ensure communities, particularly in rural and regional areas, have accessible and local access to a range of key services
developed to meet local needs and conditions and are managed by a local committee

deposits and withdrawals from accounts held with a variety of financial institutions
payment of credit card balances
payment of bills from a range of commercial and government agencies
local government information and services
Medicare premium payments, claims and information
Centrelink enquiries and communications
distribution of application forms
In addition to these transaction-based services, RTCs may also offer:
Internet access and training
library services
secretarial and copying services
office space for visiting professionals

financial institutions
Giropost
Australia Post
Medicare
Centrelink
Veterans' Affairs
local councils
road traffic authorities
utilities (eg gas and electricity)
commercial organisations

National Privacy Principles (NPP) legislation
Electronic Funds Transfer (EFT) Code of Conduct legislation
anti-hawking provisions of the
Financial Services Reform (FSR) legislation
equal employment opportunity and anti-discrimination legislation
occupational health and safety (OH&S) legislation
industrial relations and employment legislation
relevant employment awards

number of transactions processed in a given time period
client satisfaction rates
error rates for transactions
budget targets
client numbers and growth
level of services offered and growth

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

To achieve competency in this unit, a person must be able to demonstrate:

the capacity to manage the provision of a wide range of information, advice and transaction processing services for a wide range of agencies (such as councils, road traffic authorities, financial institutions, Medicare and Centrelink) supported by a RTC
high level communication skills required to liaise and consult with community members, groups and external agencies
effective planning, reporting and team leadership skills

Evidence required for demonstration of consistent performance:
Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/assessment relationship to other units:
This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment:
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:
This unit may be assessed in the workplace or in a simulated environment.

Resources required for assessment:
Assessment of this unit of competence requires access to company policies, practises and the systems of the financial services company.